Terms of service

Effective date: 30 September 2026

These Terms and Conditions apply to pickup and delivery orders placed through the Little Naples online store. They do not apply to live or on-site catering bookings, which are governed by separate catering terms and any accepted proposal or event agreement.

Important cancellation notice

Orders are non-refundable for change of mind once placed, except where a refund is required by law.

Cancellation or rescheduling requests for orders over $500 require at least 72 hours’ notice before the scheduled pickup or delivery time. For orders of $500 or less, at least 24 hours’ notice is required. Long-Preparation Foods are subject to the separate restrictions in section 10.

For eligible cancellations, we may offer a store-credit voucher valid for 12 months from issue, or a rescheduled date agreed in writing, subject to availability. A longer voucher validity period will apply where required by law.

Requests received after the applicable deadline may incur a cancellation charge up to the full order value, reflecting our reasonable costs and losses. Rescheduling after the deadline is available only if we agree in writing.

This policy does not affect your rights under the Australian Consumer Law.

1. About us

The online store is operated by Little Naples Pty Ltd (ABN 73 663 315 142), trading as Little Naples Pizzeria ("Little Naples", "we", "us" or "our").

Contact details:

• Order email: orders@littlenaples.com.au
• Order phone: +61 406 039 611
• Online-store pickup address: 116 McEwan Rd, Heidelberg West VIC 3081, Australia

2. Accepting these Terms

By placing an order, you confirm that:

• you have read and accepted these Terms;
• you are at least 18 years old and legally able to enter into the purchase;
• the information you provide is complete and accurate; and
• if you order for another person, business or event, you have authority to do so and will communicate all relevant information to the recipient and guests.

Your order is an offer to purchase. A contract is formed when we accept the order and send an order confirmation. If we cannot accept an order, we will contact you and refund any amount paid for the order.

3. Orders and availability

All products, menu items, dates and time slots are subject to availability. We may reasonably decline an order before acceptance, including where an item is unavailable, a selected time is at capacity, the delivery address is outside our service area, or we cannot safely accommodate a dietary request.

You are responsible for checking the products, quantities, selected options, date, pickup or delivery method, address and contact details before paying. Please review the confirmation immediately and contact us promptly if anything is incorrect.

4. Prices and payment

All consumer prices are stated in Australian dollars and include GST unless clearly stated otherwise.

Delivery charges and optional extras will be shown before payment once they can be calculated.

Full payment is required at checkout unless we agree otherwise in writing. Payments are processed through third-party payment providers, and their payment terms may also apply.

If an obvious pricing or listing error occurs, we will contact you before fulfilling the order. You may confirm the order at the correct price or cancel it for a full refund. Nothing in this clause limits any rights you may have under the Australian Consumer Law.

5. Product descriptions, images and serving guides

We take reasonable care to ensure product descriptions and photographs are accurate. Because our food is handmade and ingredients can vary naturally, appearance, presentation and colour may differ slightly from photographs without affecting the essential nature or quality of the product.

Any statement such as "serves 10", "feeds 10" or another serving quantity is an estimate based on average portions and the serving context described on the product page. Appetites, guest mix and the number of other dishes being served vary. You are responsible for choosing quantities suitable for your event. Contact us before ordering if you would like help estimating quantities.

6. Ingredients, dietary requirements and allergens

Food allergies can be serious. Please contact us before placing your order if anyone consuming the food has an allergy, coeliac disease or another medical dietary requirement. Also include the requirement in the order notes. An order note does not mean we have accepted or can safely accommodate the request; the request is accepted only when we confirm it in writing.

Our products are prepared in shared commercial kitchens that handle allergens and animal-derived ingredients. Depending on the product, these may include wheat and gluten-containing cereals, milk, egg, soy, sesame, peanut, tree nuts, lupin, fish, crustaceans, molluscs and sulphites. Cross-contact may occur despite reasonable care.

Labels such as "gluten-free", "vegan", "vegetarian" or "halal" describe the intended ingredients or recipe of the relevant item unless we expressly confirm otherwise. They do not, by themselves, guarantee an allergen-free or cross-contact-free preparation environment.

We will provide required allergen information and answer reasonable ingredient questions. If we cannot safely accommodate a request, we may decline the affected item or order and refund any amount paid for what we cannot supply.

The customer organising an event is responsible for ensuring the correct food is given to the correct guest and for communicating the information we provide to all relevant guests.

7. Changes and substitutions

Requests to change an order must be made as soon as possible and at least 72 hours before the scheduled pickup or delivery time for orders over $500, or at least 24 hours beforehand for orders of $500 or less. Changes are subject to availability and are confirmed only when accepted by us in writing. Any additional amount must be paid before fulfilment. If we accept a customer-requested change that reduces the order value, the difference will be provided as store credit under section 10, unless a refund is required by law.

Long-Preparation Foods are excluded from the standard 24-hour change policy. For these Terms, Long-Preparation Foods means:

• all slow-cooked, braised, slow-roasted or overnight-cooked meat dishes;
• all pasta dishes, including baked pasta, lasagne, gnocchi, fresh pasta, filled pasta and pasta sauces prepared specifically for the order; and
• any other product for which ingredients, production capacity, preparation or cooking must be committed more than 24 hours before the selected pickup or delivery time.

Long-Preparation Foods cannot be changed for change of mind once the order has been accepted.

If a minor ingredient or component becomes unavailable, we may offer or use a reasonably comparable substitute of equal or greater value that does not materially change the product. We will seek your approval before making a material substitution or one that could affect a disclosed dietary requirement. If no acceptable alternative is available, we will refund the affected item.

8. Pickup orders

Pickup orders must be collected from:

116 McEwan Rd, Heidelberg West VIC 3081, Australia

Please arrive at the time selected when ordering. Each order is prepared to a schedule so it can be provided at its best quality and temperature. Bring your order confirmation or order number.

If you arrive materially late, the food's temperature, texture and presentation may be affected. We will take reasonable care of the order while awaiting collection, but we are not responsible for deterioration caused by a customer's late arrival or delay after collection, except to the extent required by law.

Responsibility for the safe transport, storage and handling of the food passes to you when the order is collected, without affecting any rights relating to a problem that existed at the time of collection.

9. Delivery orders

We may use third-party delivery partners, including Uber, to deliver online-store orders. The driver may contact you directly using the details provided with your order. Little Naples remains the seller of the food; these Terms do not require you to pursue the driver or delivery platform for a remedy that Little Naples is legally responsible to provide.

The selected delivery time is a requested delivery target, not an exact guarantee. We will make reasonable efforts to prepare and dispatch your order for that time, but traffic, courier availability, weather, parking and access conditions may cause reasonable variation. The recipient should be available from approximately 15 minutes before until 30 minutes after the selected time. If timing is essential to your event, contact us before ordering so we can confirm whether the requirement can be accommodated.

Warm dishes are delivered in food boxes with specially designed insulated foil bags to help retain warmth during transport. Packaging reduces heat loss but does not maintain a fixed temperature indefinitely. Cold dishes and desserts requiring refrigeration are transported separately under appropriate temperature controls. Please ensure someone is ready to receive the order and follow the handling instructions supplied.

You must provide a complete and accurate delivery address, mobile number, access instructions and information about stairs, lifts, security gates, loading zones or difficult parking. Unless agreed otherwise, delivery is to the nominated street address or a safe, reasonably accessible entrance. Delivery staff are not required to enter private premises or carry an order an unreasonable distance.

Someone must be available to accept the order. We or the driver may leave it in a safe place only where you have authorised this or it is reasonable in the circumstances. Once delivered to the recipient or an authorised safe place, responsibility for safe storage and handling passes to you, without affecting rights relating to an existing defect or delivery problem.

If delivery cannot be completed because the address or contact details are wrong, access was not disclosed, or no one is available, we will try to contact you. Redelivery is subject to availability and an additional reasonable delivery charge. Any amount retained from a cancelled or failed delivery will be limited to the reasonable costs and losses actually incurred, and any remaining balance will be refunded. Your rights under the Australian Consumer Law remain unchanged.

10. Customer cancellations and rescheduling

Please send all cancellation, change and rescheduling requests in writing to orders@littlenaples.com.au or by SMS to +61 405 439 638, quoting your order number.

Notice is calculated from the time we receive your written request to the scheduled pickup or delivery time. We will confirm the outcome in writing. A rescheduling request is not confirmed until we agree to the new date.

Change-of-mind refunds

Once an order is placed, we do not provide monetary refunds for change of mind. This does not apply where we cannot accept or supply your order, or where a refund is required under the Australian Consumer Law.

Orders over $500

Cancellation or rescheduling requests must be received at least 72 hours before the scheduled pickup or delivery time.

Orders of $500 or less

Cancellation or rescheduling requests must be received at least 24 hours before the scheduled pickup or delivery time.

Eligible cancellations and vouchers

Where we accept an eligible change-of-mind cancellation within the applicable notice period, we may offer a store-credit voucher instead of a monetary refund, or agree to reschedule the order.

Cancellation vouchers are valid for 12 months from the date of issue, unless a longer period is required by law. The value and expiry date will be confirmed in writing. Vouchers may be redeemed against future Little Naples online-store orders and cannot be exchanged for cash, except where required by law.

Late cancellations

For requests received after the applicable deadline, a cancellation charge may apply up to the full order value. Any charge will reflect our reasonable costs and losses, taking account of costs saved or amounts recovered.

We may agree to reschedule a late cancellation, subject to availability and any reasonable additional costs disclosed and accepted beforehand. Rescheduling is not guaranteed.

Long-Preparation Foods

Long-Preparation Foods, as defined in section 7, are excluded from the standard cancellation and voucher arrangements once the order is accepted. These include slow-cooked meat dishes, pasta dishes and other products requiring advance commitments to ingredients or preparation.

Changes, vouchers or rescheduling for these items are available only if we expressly agree in writing. Any cancellation charge remains subject to the reasonable-costs-and-losses limitation above.

For mixed orders, we will assess standard items and Long-Preparation Foods separately.

Your consumer rights

Nothing in this policy restricts your rights under the Australian Consumer Law. Where you are legally entitled to a refund, we will not require you to accept a voucher or rescheduled order instead.

11. Delays or cancellation by Little Naples

If we become aware of a material delay, we will use reasonable efforts to contact you and explain the available options.

If we cannot fulfil an accepted order, we may offer a suitable replacement, a revised time or date, or a refund for the affected items. You do not have to accept a materially different substitute. If we cancel because we cannot supply the order, any refund required will be returned to the original payment method unless you choose another remedy.

12. Problems, complaints and refunds

Our food and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law. Depending on the circumstances, you may be entitled to a replacement, refund, price reduction, cancellation or compensation if the food or service is unsafe, materially different from its description, not of acceptable quality or not supplied with due care and skill.

We do not have to provide a refund merely because you change your mind outside the cancellation policy, order too much food, select the wrong item, provide incorrect information or do not like a product where there is no failure to meet a consumer guarantee.

If there is a problem, contact us as soon as possible - ideally within 24 hours - at orders@littlenaples.com.au or +61 406 039 611. Please provide your order number, a description of the problem and photographs where reasonably available. Prompt notice helps us investigate perishable food issues, but it does not remove any legal right that applies for a longer period.

Where a refund is due, it will ordinarily be made to the original payment method within a reasonable time. We will not require you to accept store credit where the law entitles you to a refund.

13. Food temperature, storage and reheating

Orders are prepared fresh and are intended to be served promptly. Warm dishes may arrive at approximately 40–80°C, depending on the dish and delivery conditions. Delivery below 60°C must be managed under verified food-safety time and temperature controls; insulated packaging alone does not ensure food safety.

Follow the specific serving, storage and reheating instructions supplied with your order, including any consume-by time. Time spent outside temperature control before delivery counts towards the food’s safe handling period and does not restart when you receive it.

After pickup or delivery, you are responsible for keeping the food protected, storing it appropriately and reheating it safely. Only place packaging in an oven if it is clearly marked as oven-safe, and never place plastic packaging in an oven.

To the extent permitted by law, we are not responsible for deterioration, drying, contamination or temperature loss caused after handover by delayed collection, delayed service, unsuitable transport, improper storage, excessive reheating or other handling outside our control.

14. Promotions, bundle values and gift vouchers

Promotions are subject to their stated dates, availability, minimum spend, product and delivery-area conditions. Unless stated otherwise, promotional codes cannot be combined. A promotion may be changed or withdrawn for future orders, but this will not affect an order already accepted under that promotion.

Any stated bundle saving or comparison value will be based on the genuine current prices of the included items when purchased separately or on another comparison basis clearly disclosed beside the claim.

If gift cards or vouchers are offered, their specific terms also apply. Unless a legal exemption applies, a purchased gift card will have at least the minimum expiry period required by Australian law and will not be subject to prohibited post-purchase administration fees.

Store-credit vouchers issued for accepted change-of-mind cancellations are governed by section 10. Their stated validity is 12 months from issue, unless a longer minimum period is required by law. Purchased gift cards remain subject to the applicable statutory minimum validity period.

15. Privacy and communications

We collect and use personal information to process orders, arrange pickup or delivery, provide customer support, prevent fraud and meet legal obligations. We may share the information reasonably required to fulfil an order with service providers such as Shopify, payment processors and delivery partners.

Our handling of personal information is further described in our Privacy Policy:

By ordering, you agree to receive necessary transactional communications about the order.

Marketing messages will be sent only where permitted, and you may unsubscribe from them at any time.

16. Liability

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.

To the extent permitted by law, Little Naples is not responsible for loss caused by:

• inaccurate information or instructions supplied by the customer;
• the customer's delay, misuse or unsafe handling of the food;
• an undisclosed access issue or dietary requirement; or
• an event outside our reasonable control,

except to the extent that the loss was also caused or contributed to by our breach, negligence or failure to meet a legal obligation.

17. Events outside reasonable control

Events outside reasonable control may include extreme weather, fire, flood, power or equipment failure, serious illness, government action, road closure, transport disruption, supplier failure or a major shortage.

If such an event materially affects an order, we will notify you when reasonably possible and work with you on a fair solution, which may include a substitute, revised time, rescheduling or refund. Any amount retained will be limited to reasonable costs already incurred where the law permits. Nothing in this clause limits rights that apply when a contract cannot legally be performed or under the Australian Consumer Law.

18. Website content and intellectual property

The Little Naples name, logos, photographs, menu descriptions, designs and other original store content are owned by or licensed to Little Naples. They may not be reproduced or used commercially without written permission, except where permitted by law.

19. Changes to these Terms

We may update these Terms for future orders by publishing a revised version and effective date. The Terms accepted when an order is placed will continue to govern that order unless a change is required by law or agreed with you.

If one part of these Terms is found to be invalid or unenforceable, the remaining parts will continue to operate to the extent possible.

20. Governing law

These Terms are governed by the laws of Victoria, Australia. The parties submit to the courts and tribunals that have jurisdiction in Victoria, without limiting any right a consumer may have to bring a claim in another jurisdiction under applicable law.

21. Contact us

Questions, changes and complaints can be directed to:

• Little Naples Pizzeria
• Email: orders@littlenaples.com.au
• Phone: +61 406 039 611
• Pickup address: 116 McEwan Rd, Heidelberg West VIC 3081, Australia